COX gives an update on restoration progress

Local News

BATON ROUGE, La (BRPROUD) — Hurricane Ida knocked out more than just the power, nearly 90 percent of COX customers lost cable and internet during the storm, and one week later, some are still not reconnected. 

“First of all, we would like to thank all of our customers for their patience. We know this is obviously a very stressful and frustrating time, and we have brought in extra crews from across the country to get everybody reconnected as quickly as possible,” says Public Affairs representative Cam Johnson. 

COX brought in more than 500 crew members from across the country to help with the restoration efforts. Johnson says that Hurricane Ida damages more the 40 miles of their network, causing nearly 90% of customers in the Greater Baton Rouge area to lose service. 

An obstacle for COX crew restoring service is the lack of power. “A home has to be powered for our services to work, and also if there’s any kind of broken power poles and things of that nature, we have to allow power crews time to fix that before we can come in and attach our lines,” says Johnson. 

COX does not have an estimated restoration time because some areas received significant damage. It is hard to tell how long it will take to make repairs because they have to wait for electrical crews to restore power. 

Many customers are likely wondering how the service interruption will affect their bills. Johnson says, “we will provide proactive credits and we also waved late fees for anybody that was out of service for seven days or longer. So we’ve certainly passed that point now with this storm. So nobody needs to contact us to ask for credit, that is something we proactively do.” He adds that customers should receive a notice via email or on their MyAccount page by September 10.

If you were displaced from your home, even temporarily, Johnson says they have a Storm Assistance Plan. “This is something that you could put a temporary pause on your services for up to six months. So if you have major damage and you need to leave your home, or you don’t need your services at your home for a period of time, and you’re not moving those services to another address, the Storm Assistance Plan will allow you to suspend the services at your home but keep your email account, keep your phone number, and you keep your same levels of service so that when you do come back, you are able to just turn that back on,” says Johnson. 

You can visit the COX website for more information on storm assistance.

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